Senior Service Delivery Manager

Role Overview

The Service Delivery Manager (SDM) will lead and scale Arkhya Tech’s cloud operations function in the United States (Remote). This senior leadership role sits at the intersection of production cloud operations, enterprise customer success, and executive stakeholder management.

Key Responsibilities

Cloud Operations Leadership

• Own end-to-end production cloud operations at scale: availability, reliability, performance, and cost optimization across hybrid environments (Private cloud + AWS).
• Define and enforce operational standards, including SLAs/SLOs/SLIs and incident management frameworks across distributed teams.
• Drive operational excellence through automation, observability, continuous improvement (e.g., toil reduction, runbook maturity, chaos engineering).
• Oversee capacity planning, disaster recovery, and business continuity for mission-critical workloads.
• Lead and mentor a team of engineering managers, SREs, and cloud operations engineers across multiple time zones.

Service Delivery & Customer Engagement

• Act as the senior-most technical point of contact for strategic enterprise customers; own service delivery relationship health.
• Build trust-based relationships with customer CXOs (CTO, CIO, VP Engineering) and translate operational realities into executive narratives.
• Understand downstream impact, SLA obligations, and business outcomes across the value chain.
• Lead executive briefings and escalation calls with data-driven, solutions-first communication.
• Proactively identify service delivery risks and drive remediation before customer impact.
• Advocate internally for operational investments that improve reliability and customer experience.
• Standardize onboarding, runbooks, and escalation playbooks to enable repeatable delivery at scale.

Required Qualifications

• 15+ years experience in engineering, cloud infrastructure, or IT operations, including 5+ years in senior leadership managing large-scale production cloud environments.
• Track record delivering 99.99%+ availability and operating with global footprints.
• Demonstrated experience managing and presenting to C-suite stakeholders (CTO, CIO, CEO).
• Deep AWS expertise with working knowledge of multi-cloud / hybrid architectures.
• Strong command of ITSM/service delivery frameworks: ITIL, SRE principles, and DevOps practices.
• Exceptional executive communication skills (written, verbal, presentations) translating technical complexity into business impact.
• Experience navigating multi-tier customer relationships, including end clients or downstream partners.

Nice-to-Haves

• (Not explicitly stated.)